incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime.
The stakes are real, the talent is insane, and somehow it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and put in the bit of magic most companies don't have time for, all while having fun and never taking ourselves too seriously.
We've raised $100+ million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join.
The TeamThe Technical Support Team is usually the first line of communication between incident.io and our customers.
We’re part of Product Development, and we’re crucial in ensuring our customers have the best possible experience with our product.
It’s typical for us to jump on customer calls if needed, discuss best approaches, and provide support when a bug sneaks in.
We also collaborate with Product and Engineering, being an essential part of delivering the best possible product.
What you’ll be doing:You’ll be joining as a Technical Support Engineer and be responsible for delighting our customers by solving their technical challenges.
Delivering a world-class customer experience for inbound support questions over Slack and Pylon
Acting as the voice of the customer, by capturing product feedback and feature requests for Product and Engineering
Handling technical challenges that arise with customers in partnership with our Customer Success Managers
Expanding our technical support processes in collaboration with the Head of Technical Support
Resolving customer technical issues directly with Engineering, to debug integration issues, write custom scripts, and work with our API
Proven experience in a similar role, preferably at a SaaS company, with some experience with monitoring and on-call systems
Able to write code at least enough to be dangerous and proficient enough to tackle technical challenges
Able to communicate complex technical information by conveying in a clear and simple manner
Love products and are keen to understand how they work and how different parts interact with one another
You are smartly persistent; have a knack for knowing when to dig deep and when to move on
Skills Required
- Proven experience in a similar technical support role, preferably at a SaaS company
- Experience with monitoring and on-call systems
- Ability to write code and handle technical challenges
- Ability to communicate complex technical information clearly and simply
- Strong product understanding and ability to learn how systems interact
- Persistence and sound judgment when troubleshooting technical issues
What We Do
Think about the last time you had an outage. Was it calm, collected and organised? Or chaotic, Slack channels ablaze, questions flying in from all directions in 5 different threads? We’ve been there, and we know it doesn’t have to be this way. We’re building a single way for your entire company to respond, review and learn when things go wrong, big or small. A product that everyone loves using, and which helps them solve any type of incident, at any scale.
Why Work With Us
We’ve been building products and teams for years, and while we don’t have all the answers, we’ve done this before, learned from our mistakes and are deliberately building the company we’ve always wanted to work at. To do that, our hiring philosophy is pretty simple: find smart, product-minded, kind people, and trust them.
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